Altra CAD - Modello di soluzione meccanica Moto CMS 3

Understanding the components of a positive review is essential to crafting a response that builds on your existing success. A positive review has (at least) four essential components: Experience. The overall experience customers have with an individual business. This can be positive, neutral or negative. A customer’s experience is largely guided by unseen factors (e.g. psychological health, mental schemas, past experiences and met/unmet expectations). Response. A business’ positive, neutral or negative response to a customer’s experience. This is essentially boiled down to a simple idea: “When X happened, [company] responded by doing Y.“ Helpfulness. This measures the helpfulness of a particular review. Does the reviewer offer clear and concise details outlining their experience or events? Is it easy for readers to reconstruct a customer’s experience in their own mind? Advice. What sort of advice does the reviewer offer? Is it offered to the business, management, specific employees or to readers reading their review? These aren’t requirements (obviously). But, they’re details you should keep in mind when responding to a particular customer’s positive review. Another thing to keep in mind? Every business is different. Every business has its own approach, culture, tone and voice when it comes to reputation management. This means that you’re going to need to take the time to customize these responses for your business. The idea here is to treat these templates as a framework or general guide for your team and less like a script that absolutely must be followed. With that in mind, let’s take a look at our first response.